Account & Billing Troubleshooting: Subscriptions, Credits, and Login Issues

Login Problems

Forgot Password

1. Click Log In on the homepage
2. Select Forgot Password
3. Enter your account email address
4. Check your inbox (and spam folder) for the reset link
5. The link expires after 1 hour -- request a new one if needed

OAuth / Social Login Issues

If you signed up with Google or another social provider:

1. Make sure you are clicking the correct social login button (Google, etc.)
2. Ensure you are using the same email address you originally signed up with
3. If your social account email changed, contact support to update your RoomEnhance account

Browser Compatibility

Login issues can be caused by browser settings:

1. Enable cookies: RoomEnhance requires cookies for authentication
2. Disable strict tracking protection: Some browsers block authentication cookies
3. Try incognito mode: This rules out extension interference
4. Update your browser: Ensure you are on a recent version

Subscription Not Showing Active

Sync Delay

After subscribing or upgrading, there can be a brief delay (usually under 30 seconds) while the payment processes and your account updates.

Quick Fix

1. Wait 1-2 minutes for the payment to process
2. Log out and log back in to force a session refresh
3. Navigate to the Billing page to check your subscription status

If Still Not Active

1. Check your email for a subscription confirmation from RoomEnhance
2. Check your payment method -- ensure the charge went through (check your bank/card statement)
3. Try clearing your browser cache and logging in again
4. Contact support with your:
   • Account email
   • Approximate time of purchase
   • Payment method used (last 4 digits of card)

Credits Not Updating After Purchase

Processing Time

Credit purchases are usually instant, but can take up to 2 minutes during high traffic.

Steps to Try

1. Refresh the page -- your credit balance may have updated in the background
2. Check the Credits page -- this always loads the latest balance from the server
3. Log out and log back in to force a full session refresh
4. Check your email for a purchase confirmation

Subscription Credits

Monthly subscription credits are added when your billing cycle renews:

• Credits are typically added within minutes of a successful payment
• If your payment failed, credits will not be added until the payment succeeds
• Check your Billing page for payment status

If Credits Are Still Missing

Contact support at hello@roomenhance.com with:

• Your account email
• The purchase amount and time
• Whether it was a credit pack or subscription renewal
• A screenshot of the charge from your bank/card statement

Subscription Cancellation

How to Cancel

1. Navigate to Settings > Billing (or click your profile > Billing)
2. Click Manage Subscription
3. Follow the prompts to cancel

What Happens After Cancellation

• Your credits remain: Any unused credits stay in your account and do not expire
• Access continues: You retain full access until the end of your current billing period
• No more charges: You will not be charged again after cancellation
• Resubscribe anytime: You can resubscribe at any time to resume your plan

Cancellation Not Working?

If the cancel button is not responding:

1. Try a different browser or clear your cache
2. Check if you subscribed through a third-party service (the cancellation must happen through the same service)
3. Contact support and we will cancel it for you

Unexpected Charges

Common Reasons

1. Subscription auto-renewal: Subscriptions renew automatically each billing cycle. Check your renewal date on the Billing page
2. Trial conversion: Free trials automatically convert to paid subscriptions unless canceled before the trial ends
3. Credit pack purchase: Check if you or a team member purchased additional credits
4. Plan upgrade: Upgrading your plan may result in a prorated charge

How to Investigate

1. Navigate to your Billing page to view your transaction history
2. Check your email for receipts from RoomEnhance
3. Review the charge amount against our pricing plans

Requesting a Review

If you believe a charge is incorrect:

1. Email: hello+billing@roomenhance.com
2. Include:
   • Your account email
   • The charge amount and date
   • Why you believe it is incorrect
   • A screenshot of the charge from your bank/card statement

Response Time: Billing inquiries are prioritized and we typically respond within 24 hours on business days.